I would like to create some kind of automation where whenever a specific ticket gets created in JSM that a specific user becomes a watcher automatically. Is that possible and if we can add some kind of wildcard or something to that nature that it won't trigger unless the case comes from a certain email address. Is that possible?
Hello @Raymond Correa
What is the exact criteria you want to apply? Is it a specific single email address as the sender/reporter? You talked about using a wildcard. How would you want to use the wildcard, specifically.
I used the term wildcard as like saying this task would only be started if X was selected. In this case X would be a senders email address or the reporter. So for example if we have a Jira project called notices and this project has many different types of reporters. However we need a specific reporter which would be an email address I believe. So once this case is created from that specific reporter/email it would trigger a specific user as a watcher for that ticket. Hopefully that helps and clears things up. If not I’ll do my best to clear it up again
Thank you for that additional information.
Can you confirm that you want to add a Watcher, which would be a licensed Jira user or JSM Agent, rather that adding a Request Participants, which would be another user that has only Customer access to the JSM instance?
Yes the watcher would be a licensed JSM user
You could create a rule trigger by Issue created.
Then add a Smart Value Condition. In it use the smart value for the email of the user in the Reporter field - {{issue reporter.emailAddress}} Compare that to the email address of interest.
Follow that with a Manage Watchers action
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